Customer service management

Learn in a fun and dynamic way the most effective techniques
to improve service and customer service and the process for handling complaints. Apply tools
practices that allow achieving and retaining really satisfied customers.
Other important topics include the following:
• The key factors to generate a culture of excellent service.
• How to increase efficiency in the delivery of the service.
• The formula to improve the quality of communication, with the
internal and external customers
• How to get the staff to have real interest in
provide an excellent service.
• The essential ingredients to achieve an excellent relationship with
the clients.
• Control conflicting situations with the client and reduce their
probability of occurrence
• The fundamental secret to successfully face the problems
related to the service.
• How to improve the attitude of the personnel who deliver the service.
• Professionalism in the service and customer service.
• Describe the planning of the complaint process.
• Define the activities that are part of a complaint process.
• Define methods to follow up on the complaint process.
• Present methodologies to manage customer complaints in order to identify improvement actions.